Mumbai Airport Delay: DGCA Rules for Domestic and International Flights

Chhatrapati Shivaji Maharaj International Airport (BOM) handles over 50 million passengers annually and is the hub for Air India and a major base for IndiGo, SpiceJet, and Vistara (now merged into Air India). When flights are delayed at BOM, the Directorate General of Civil Aviation (DGCA) is the governing authority under the Aircraft Act 1934 and Civil Aviation Requirements (CAR) Section 3, Series M, Part IV.

Critical distinction: DGCA rules for domestic flights are stricter and more prescriptive than those for international flights. Domestic passengers have fixed compensation rights; international passengers have care rights plus Montreal Convention liability.

DGCA regulatory information is available at dgca.gov.in. Mumbai airport operator information is available at aai.aero (Airports Authority of India). For EU261 rights when applicable at BOM, see EU261 explained.

For domestic flights (flights within India) departing BOM, DGCA CAR Section 3 Series M Part IV provides specific passenger rights including fixed monetary compensation:

• ›

  Delays of 1 to 2 hours: Airlines must inform passengers of the reason for delay. No mandatory compensation.

• ›

  Delays of 2 to 6 hours: Airlines must provide meals and refreshments. No mandatory fixed monetary compensation.

• ›

  Delays over 6 hours: Airlines must provide a choice of: (a) a full refund, or (b) rebooking on the next available flight plus compensation of INR 5,000 (approximately $60) if the airline does not offer an alternative flight within 6 hours.

• ›

  Cancellations with less than 2 weeks notice: Airlines must either rebook passengers or provide a full refund plus compensation. Denied boarding follows similar rules.

The domestic compensation amounts are modest by international standards. However, they are fixed statutory entitlements that airlines cannot refuse. IndiGo, Air India, SpiceJet, and other domestic carriers must comply or face DGCA penalties.

For domestic flights where passengers are denied boarding involuntarily due to overbooking or operational reasons, DGCA provides stronger compensation:

• ›

  Alternative flight within 1 hour: No additional compensation beyond rebooking.

• ›

  Alternative flight 1 to 24 hours after original departure: 200% of the one-way basic fare plus fuel charge, subject to a maximum of INR 10,000.

• ›

  Alternative flight more than 24 hours after original departure, or passenger declines: 400% of one-way basic fare plus fuel charge, subject to a maximum of INR 20,000, plus a full refund.

Involuntary bumping on domestic flights is taken seriously by DGCA. Airlines must first ask for volunteers. If passengers are bumped without a proper volunteer call, DGCA can take enforcement action.

For international flights departing BOM, DGCA's fixed domestic compensation rules do not directly apply. Instead, the Montreal Convention governs airline liability, and DGCA's care guidelines are supplemented by each airline's Conditions of Carriage.

• ›

  Care rights: Airlines must provide meals, accommodation, and communication for significant international delays, but the specific thresholds vary by carrier.

• ›

  Refund rights: Airlines must offer a refund or rebooking for cancellations and very long delays.

• ›

  Montreal Convention: For baggage delays, damage, or loss on international flights, the Montreal Convention limits liability to approximately 1,288 SDR (around $1,700 to $1,900 USD).

• ›

  No fixed delay compensation: Unlike domestic flights, there is no fixed statutory compensation for international flight delays at BOM under DGCA rules.

For US-bound flights from BOM, US DOT rules apply. An international delay of 6 or more hours entitles you to a full cash refund if you choose not to travel. For EU-bound flights on EU-licensed carriers, EU261 may apply.

EU261 applies at BOM when the operating carrier is EU-licensed:

• ›

  Lufthansa BOM to Frankfurt: EU261 applies. Lufthansa is EU-licensed.

• ›

  Air France BOM to Paris: EU261 applies.

• ›

  British Airways BOM to London: UK261 applies. See UK261 rights.

• ›

  Air India BOM to London or Frankfurt: EU261 does NOT apply. Air India is Indian-licensed.

• ›

  Emirates BOM to Amsterdam: EU261 does NOT apply. Emirates is UAE-licensed.

For EU261 claims on qualifying BOM departures, up to 600 EUR per passenger may apply for delays over 3 hours at the EU destination. Use TravelStacks to check eligibility. For UK261 on British Airways BOM departures, see UK261 rights.

The major carriers at Mumbai and their delay handling:

• ›

  Air India (AI): India's flag carrier, now Tata-owned. Provides care for controllable delays. Customer service has improved since the Tata acquisition in 2022. Air India handles international claims through its dedicated customer care portal.

• ›

  IndiGo (6E): India's largest airline by market share. Strong punctuality record. Provides DGCA-mandated care for domestic delays. Customer service for domestic claims is available through the IndiGo website.

• ›

  SpiceJet (SG): Has faced operational challenges in recent years. DGCA has previously issued show-cause notices to SpiceJet for passenger rights violations. Domestic DGCA rights fully apply.

• ›

  Vistara (now Air India): Vistara merged into Air India in November 2024. Former Vistara routes are now operated by Air India.

DGCA is the primary enforcement body for domestic passenger rights violations at BOM:

1. 1

   First, file a written complaint with the airline's customer relations department. Keep a copy and note any reference number.

2. 2

   If the airline does not respond satisfactorily within 30 days, file a complaint with DGCA through the AirSewa portal at airsewa.gov.in or directly at dgca.gov.in.

3. 3

   Include your flight details, booking confirmation, delay evidence, airline correspondence, and the specific DGCA rule the airline has violated.

4. 4

   DGCA investigates and may require the airline to compensate the passenger or face regulatory penalties.

5. 5

   For consumer disputes, the National Consumer Disputes Redressal Commission (NCDRC) is also an option for unresolved airline complaints.

For domestic flights at BOM, the care rights you should request during a delay:

• ›

  For delays of 2 or more hours: Meal vouchers at the airline's service desk in the BOM terminal.

• ›

  For delays over 6 hours: A rebooking or refund choice, plus potential compensation if no alternative flight is offered within 6 hours.

• ›

  For overnight delays: Hotel accommodation and ground transport between BOM and the hotel.

• ›

  For all delays: Written confirmation of the delay and its cause from the airline.

Document everything at BOM: The AirSewa portal allows real-time complaint filing via mobile app while you are still at the airport. Filing in real time creates a contemporaneous record that strengthens DGCA complaints.

BOM is a significant connecting point, particularly for South Asian and Middle Eastern itineraries:

• ›

  Missed connection on a single booking: The operating carrier for the delayed segment must rebook the entire journey, including the missed onward flight.

• ›

  Missed connection on separate bookings: Each carrier owes obligations only for its own segment. Travel insurance is essential for separately booked connections.

• ›

  Domestic to international connection: If a domestic delay at BOM causes you to miss an international flight, the domestic carrier (subject to DGCA rules) must rebook or refund the domestic segment. The international carrier's obligations depend on whether the international ticket was on the same booking.

For EU261 or UK261 claims where a BOM connection is involved, the key question is whether the disruption affected an EU or UK-licensed carrier's segment. Use TravelStacks to check. See EU261 rights for the full connection rules.

India's DGCA passenger rights framework has evolved substantially since the 2000s. CAR Section 3 Series M Part IV was last significantly updated in 2010 and has been supplemented by various DGCA circulars. India's aviation market grew dramatically in the 2010s, with IndiGo, SpiceJet, and GoAir (now GoFirst, now bankrupt) transforming domestic travel. The growth in passenger volumes created pressure to strengthen enforcement.

DGCA has become more active in enforcement since 2019, issuing fines and show-cause notices to airlines for systematic passenger rights violations. The AirSewa portal, launched in 2016, democratized complaint filing and created a more transparent record of airline compliance. India is considering further passenger rights legislation that may bring it closer to the EU261 framework.

Practical advice for navigating a BOM delay:

• ›

  Download the AirSewa app before travel. It allows you to track flights, file complaints in real time, and communicate directly with DGCA.

• ›

  For Air India and IndiGo, the airline apps provide real-time flight status and gate information. Enable notifications before departure.

• ›

  BOM Terminal 2 (international) has better lounge and dining options than Terminal 1 (domestic). If stranded at Terminal 1, the options are more limited.

• ›

  For EU-licensed carrier delays from BOM (Lufthansa, Air France, British Airways), file EU261 or UK261 claims after returning home. The process is handled in Europe, not India.

• ›

  Use TravelStacks to check EU261 eligibility on any qualifying BOM delay.

For the full airline refund strategy across all applicable frameworks, see how to get a refund from your airline.

Avoid these frequent errors when dealing with BOM delays:

• ›

  Not asking for meal vouchers at the 2-hour mark for domestic delays. Airlines at BOM do not always distribute proactively.

• ›

  Accepting a rebooking without asking about monetary compensation for delays over 6 hours or denied boarding.

• ›

  Failing to file a DGCA complaint within a reasonable time. While there is no fixed statutory window for all claims, evidence fades and DGCA investigations are easier when filed promptly.

• ›

  Assuming EU261 applies to Air India international flights from BOM. Air India is Indian-licensed; EU261 does not apply.

• ›

  Not keeping receipts for hotel or meals during overnight delays. Reimbursement claims require receipts.